Massage Envy - Hilliard

[redacted] was a member, in her agreement it does state that we can cancel her membership at any time due to the account being in default [redacted] 's account went suspended, meaning the payment did not go through, in July and remained suspended until I cancelled her account on 11/1/ When a member's card does not go through the services are not accessible and she is unable to use the account until her account is in good standingDuring that time frame we tried to contact [redacted] on different occasions by phone, email and letterShe never reached out to us except on 8/stating that she is refusing to pay her payments and that she wished to cancel her accountOur manager Lynn tried to reach [redacted] on 8/to go over her options for her account but we never heard back from herLynn tried reaching out to [redacted] again on 9/but again, we never heard back from herWe did send a letter to her letting her know that her account would be cancelled and that she would lose access to all payments if we didn't hear from her by 11/1/16, unfortunately [redacted] moved and never gave us her updated addressSince she was past due months we cancelled her account and she loses access to her membership and her sessions since she is no longer a member [redacted] called on 11/and informed Lynn that she cancelled her card on purpose so we could no longer charge it and she demanded a refund for her unused sessionsWe would have worked with her allowing her to use her sessions if she would have paid one month of her back dues in order to bring her account to a current standing

[redacted] will have days from Wednesday, November 16, to use her remaining sessionsAfter Feb 14, those sessions will no longer be available and her membership will terminate, meaning she will no longer be a Massage Envy memberThere should be no issues with her membership at other locations and she should have no problem using those sessionsIf there are any issues or problems she or the clinic she chooses to go to needs to contact myself, Kathleen T***, and I will handle her accountThank you

Massage Envy representative contacted me Saturday late afternoon/early evening to cancel the Sunday morning appointmentIf I did so, I would have been charged a fee for cancelling within hoursManager never left a message on MondayThis is a flat out lieWe can contact my phone carrier for verification if she wants to continue this story Regards, [redacted]

When looking into this situation it looks like when he scheduled the appointment there were no notes made mentioning that they wanted the couples roomThe manager that took the appointment mentioned that they were staying at a nearby hotel and were just looking to relaxOur system is manual and in order to 'book' the couples room the color needs changed to red, which lets the front desk and therapists know that it is a couples massageThey also wanted to add enhancements which is also a manual color changeIn this situation it looks like the enhancement color was the one selected for the appointment, if he would have asked for the couples room the color red color would have been chosen to be the dominate colorSince this is a manual process it is very possible that the manager booking the appointment made a mistake resulting in human errorI was here the day this massage was scheduled and left at 3:to head homeWhen I was leaving a couple was walking in, which is the time we tell new guests to arrive to fill out new formsWe had new guests scheduled at 4:pm on Saturday April 1stThis was the couple who was scheduled, according to our system, in the couples room that daySince they arrived on time and the therapists were ready to go they were taken back earlyWhen Mr [redacted] and his girlfriend arrived it was after 3:I live about blocks away from the Grandview location and was home when my cell phone rang at 3:by the front desk alerting me of the situationThere is no way they were there mins early as he statedSince I had just walked in my door I was no where near my computer and could not log on to look at the scheduleI explained to him it was human error but since they were there they could receive the massages and I would pick up their enhancements so they would only owe for their massages that dayIf they wanted to reschedule they obviously could and I would make sure they would be in the couples room for that visitHe was rude and asked if that was the ONLY thing I would do for them? I said I would have to look into the situation since he was started to yell in the lobbyThey chose to get their massages that day and upon leaving he stormed out yelling "I refuse to pay until someone calls me about this." The front desk called to let me know so I passed the information along to the ownerThe owner called Mr [redacted] later that evening and started to explain the situation to him but Mr [redacted] hung up the phone after the owner told him since he received the service they needed to payWhen My [redacted] called the location the next day, Sunday April 2nd, he was rude to my front desk associate who answered the phone- was yelling at her, cussing and not giving her a chance to look into the situationHe paid and hung up the phone.I did apologize for the human error since mistakes happen and would have offered to pick up a half hour for them on their next visit but he wouldn't let me speak and I didn't feel like it was the time to discuss his options since he wasn't listening.They paid $for their visit, not $

Like I said in my statement, I wasn't going to continue the conversation when Mr [redacted] was starting to raise his voice in my lobbyI was going to look into the situation and call him back if they chose to rescheduleI did infact state that I would pay for their enhancement muscle treatments that day since they were already there and their therapists were ready to perfom the sessionsWhen I offered to pick up the enhancements for their sessions Mr [redacted] raised his voice and said "That's the ONLY thing you will do?" Again, it was human error and he chose to receive their sessions for that dayThe owner will refund one massage session- $53.75- and we ask that Mr [redacted] not come into the Grandview or Hilliard locations again

The correct refund card will be Visa card number: [redacted] with an expiration date of 03/Please let me know if further information is needed to refund

I am rejecting this because they are liarsHer own staff told me that my unused sessions were accessible to be used or refunded in August and SeptemberI did change my card because they left me no other optionIf her staff wasn't trained properly, that's not my faultThis company is a fraud and was proven as such with the $million dollar class action judgment for practices just like this caseTheir supposed policies are crap and only Lynn seemed to mention themThe refund of $is the only way to fix itI was a loyal customer for years and referred many in that timeIf her staff didn't tell me that I would be refunded, I would not be so lividYet they did more than onceLynn needs to be a grown up who shows customer service skills or I will continue to escalate this out of principal aloneRefund the money or I go to the media next and then legalThe damaged reputation will cost far more than the refund

In response to complaint of [redacted] *** Mr [redacted] is incorrect on serveral key points We have attached the agreement he willingly signed and initialed.Mr [redacted] called to attempt to cancel his agreement on May 6, He signed the agreement on April 7, and did not exercise his day right to cancelHe called a month after he joined and wanted to cancel because his credit card that was supposedly "compromised" The agreement states the only way to cancel the agrement is with a Physician's note or to move to an area that does not have a Massage Envy within miles He also must fill out a cancellation agreement, which he did not He also stated that we told him that using cash was unacceptable which is just not true We did debit his account on May 8, 2015, totally within the stipulations of the signed areeement We lived up the the agreement Mr [redacted] signed and had every right to debit his account per the document He did not follow the guidelines he agreed toHis account is now "suspended" due to card not working and non payment for JuneIf Mr [redacted] wishes to cancell his agreement he has to come in and sign the form We will allow him to void his original agreement even though he did not fulfill his agreement [redacted] ###-###-#### [redacted]

1) upon receiving the owners phone call, he immediately stated, before I could even introduce myself, that we arrived late and this he gave our spot awayIf he received a phone call still minutes early, it's obviously possible that we arrived minutes before that and we still subsequently earlyAdditionally, we were never notified that our reservation could be given away.2) upon making the initial reservation, I did not tell any one from this company that we had a hotel near byThis, there is no way that I said "we were just looking to relax." To reiterate, it was our anniversary and the plan all along was to obtain a couple's massage, never did we desire or articulate that we were interested in anything other than that3) never once were we offered a comp off any kind from this companyTo say that they were willing to offer minutes, or anything for that matter, is an after the fact moot point as non of which was ever offered to me during the time of this incidentIt's very easy to say that after the fact to save face

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me, pending the following documentation required before I agree I will not be providing any credit card information to be able to use my sessions that remain I request written confirmation of the massages that are left so that I can share that with a location here in Virginia I no longer live in Ohio and cannot use the sessions there I still prefer a refund sent via mail, as I cancelled due to not being happy with my options here in Virginia So while I will take the massages over nothing which was my prior option, I still prefer the money back If the only option I have is to use the remaining massages, I can accept that However, I demand written proof of exactly how I will go about using them locally in my new area Without written proof of that, I do not accept the condition If there is any concern over my ability to use them outside of Hilliard, I demand a refund as the only recourse Please advise on my requirements and provide the necessary documentation I demand before I can formally accept

Like I said in my statement, I wasn't going to continue the conversation when Mr. [redacted] was starting to raise his voice in my lobby. I was going to look into the situation and call him back if they chose to reschedule. I did infact state that I would pay for their enhancement muscle treatments that day since they were already there and their therapists were ready to perfom the sessions. When I offered to pick up the enhancements for their sessions Mr. [redacted] raised his voice and said "That's the ONLY thing you will do?" Again, it was human error and he chose to receive their sessions for that day. The owner will refund one massage session- $53.75- and we ask that Mr. [redacted] not come into the Grandview or Hilliard locations again.

Massage Envy representative contacted me Saturday late afternoon/early evening to cancel the Sunday morning appointment. If I did so, I would have been charged a fee for cancelling within 24 hours. Manager never left a message on Monday. This is a flat out lie. We can contact my phone carrier for verification if she wants to continue this story.
Regards, [redacted]

When looking into this situation it looks like when he scheduled the appointment there were no notes made mentioning that they wanted the couples room. The manager that took the appointment mentioned that they were staying at a nearby hotel and were just looking to relax. Our system is manual and in...

order to 'book' the couples room the color needs changed to red, which lets the front desk and therapists know that it is a couples massage. They also wanted to add enhancements which is also a manual color change. In this situation it looks like the enhancement color was the one selected for the appointment, if he would have asked for the couples room the color red color would have been chosen to be the dominate color. Since this is a manual process it is very possible that the manager booking the appointment made a mistake resulting in human error. I was here the day this massage was scheduled and left at 3:45 to head home. When I was leaving a couple was walking in, which is the time we tell new guests to arrive to fill out new forms. We had 4 new guests scheduled at 4:00 pm on Saturday April 1st. This was the couple who was scheduled, according to our system, in the couples room that day. Since they arrived on time and the therapists were ready to go they were taken back early. When Mr. [redacted] and his girlfriend arrived it was after 3:45. I live about 3 blocks away from the Grandview location and was home when my cell phone rang at 3:51 by the front desk alerting me of the situation. There is no way they were there 20 mins early as he stated. Since I had just walked in my door I was no where near my computer and could not log on to look at the schedule. I explained to him it was human error but since they were there they could receive the massages and I would pick up their enhancements so they would only owe for their massages that day. If they wanted to reschedule they obviously could and I would make sure they would be in the couples room for that visit. He was rude and asked if that was the ONLY thing I would do for them? I said I would have to look into the situation since he was started to yell in the lobby. They chose to get their massages that day and upon leaving he stormed out yelling "I refuse to pay until someone calls me about this." The front desk called to let me know so I passed the information along to the owner. The owner called Mr. [redacted] later that evening and started to explain the situation to him but Mr. [redacted] hung up the phone after the owner told him since he received the service they needed to pay. When My. [redacted] called the location the next day, Sunday April 2nd, he was rude to my front desk associate who answered the phone- was yelling at her, cussing and not giving her a chance to look into the situation. He paid and hung up the phone.I did apologize for the human error since mistakes happen and would have offered to pick up a half hour for them on their next visit but he wouldn't let me speak and I didn't feel like it was the time to discuss his options since he wasn't listening.They paid $107.50 for their visit, not $110.

The correct refund card will be Visa card number: [redacted] with an expiration date of 03/22. Please let me know if further information is needed to refund.

I am rejecting this because they are liars. Her own staff told me that my unused sessions were accessible to be used or refunded in August and September. I did change my card because they left me no other option. If her staff wasn't trained properly, that's not my fault. This company is a fraud and was proven as such with the $8 million dollar class action judgment for practices just like this case. Their supposed policies are crap and only Lynn seemed to mention them. The refund of $209.96 is the only way to fix it. I was a loyal customer for years and referred many in that time. If her staff didn't tell me that I would be refunded, I would not be so livid. Yet they did more than once. Lynn needs to be a grown up who shows customer service skills or I will continue to escalate this out of principal alone. Refund the money or I go to the media next and then legal. The damaged reputation will cost far more than the refund.

[redacted] was a member, in her agreement it does state that we can cancel her membership at any time due to the account being in default. [redacted]'s account went suspended, meaning the payment did not go through, in July and remained suspended until I cancelled her account on 11/1/2016....

When a member's card does not go through the services are not accessible and she is unable to use the account until her account is in good standing. During that time frame we tried to contact [redacted] on 15 different occasions by phone, email and letter. She never reached out to us except on 8/19 stating that she is refusing to pay her payments and that she wished to cancel her account. Our manager Lynn tried to reach [redacted] on 8/22 to go over her options for her account but we never heard back from her. Lynn tried reaching out to [redacted] again on 9/6 but again, we never heard back from her. We did send a letter to her letting her know that her account would be cancelled and that she would lose access to all payments if we didn't hear from her by 11/1/16, unfortunately [redacted] moved and never gave us her updated address. Since she was past due 4 months we cancelled her account and she loses access to her membership and her sessions since she is no longer a member. [redacted] called on 11/1 and informed Lynn that she cancelled her card on purpose so we could no longer charge it and she demanded a refund for her unused sessions. We would have worked with her allowing her to use her sessions if she would have paid one month of her back dues in order to bring her account to a current standing.

1) upon receiving the owners phone call, he immediately stated, before I could even introduce myself, that we arrived late and this he gave our spot away. If he received a phone call still 10 minutes early, it's obviously possible that we arrived 5 minutes before that and we still subsequently early. Additionally, we were never notified that our reservation could be given away.2) upon making the initial reservation,  I did not tell any one from this company that we had a hotel near by. This, there is no way that I said "we were just looking to relax." To reiterate, it was our anniversary and the plan all along was to obtain a couple's massage, never did we desire or articulate that we were interested in anything other than that. 3) never once were we offered a comp off any kind from this company. To say that they were willing to offer 30 minutes, or anything for that matter, is an after the fact moot point as non of which was ever offered to me during the time of this incident. It's very easy to say that after the fact to save face.

[redacted] will have 90 days from Wednesday, November 16, 2016 to use her 3.5 remaining sessions. After Feb 14, 2017 those sessions will no longer be available and her membership will terminate, meaning she will no longer be a Massage Envy member. There should be no issues with her membership at other locations and she should have no problem using those 3.5 sessions. If there are any issues or problems she or the clinic she chooses to go to needs to contact myself, Kathleen T[redacted], and I will handle her account. Thank you.

[redacted]'s therapist that he was scheduled with unfortunately called in sick the day before his shift (Saturday Sept 3rd). Just like with our clients, we ask that our therapists give us notice at least a day (before the end of our business day) before their shift. Because of the busy holiday...

weekend we were full and couldn't move his appointment over to another therapist. We did offer him other days and times but those appointment times did not work for him. He went ahead and cancelled both of their appointments and never came in to receive their massages. The manager was off on Sunday but did return his call Monday September 5th around 2 in the afternoon. She left him a message asking for him to call her back but she has not heard from him. We ask that clients give us 24 hour notice (call before the end of our business day) to avoid cancellation charges when they are cancelling their appointments. This is also our policy for our therapists. His therapist called in with the appropriate amount of time needed to call his clients to get them rescheduled. Because it wasn't a same day, last minute cancellation nothing was offered in form of a compensation since we gave that couple advance notice.

In response to complaint of [redacted].  Mr. [redacted] is incorrect on serveral key points.  We have attached the agreement he willingly signed and initialed.Mr. [redacted] called to attempt to cancel his agreement on May 6, 2015.  He signed the agreement on April 7, 2015 and did not...

exercise his 3 day right to cancel. He called a month after he joined and wanted to cancel because his credit card that was supposedly "compromised".  The agreement states the only way to cancel the agrement is with a Physician's note or to move to an area that does not have a Massage Envy within 25 miles.  He also must fill out a cancellation agreement, which he did not.  He also stated that we told him that using cash was unacceptable which is just not true.  We did debit his account on May 8, 2015, totally within the stipulations of the signed areeement.  We  lived up the the agreement Mr. [redacted] signed and had every right to debit his account per the document.  He did not follow the guidelines he agreed to. His account is now "suspended" due to card not working and non payment for June. If Mr. [redacted] wishes to cancell his agreement he has to come in and sign the  form.  We will allow him to void his original agreement even though he did not fulfill his agreement. [redacted]###-###-#### [redacted]